StoryBookly

Refund Policy

Refund Policy

Effective Date: 01/02/2025
Last Updated: 26/10/2025

This Refund Policy explains the terms and conditions under which StoryBookly ("we", "us", or "our") processes refunds for physical storybooks and digital credits purchased through our platform.

1. Overview

StoryBookly offers two main types of purchases:

  • Physical Storybooks: Printed and shipped books created from your stories
  • Digital Credits: Virtual currency used to generate stories and access premium features

Each product type has different refund terms as outlined below.

2. Physical Storybook Refunds

2.1 Eligibility for Refunds

You may be eligible for a refund on physical storybooks in the following cases:

  • Defective Products: Books received with printing defects, binding issues, damaged pages, or other manufacturing problems
  • Shipping Damage: Books that arrive damaged due to shipping (torn covers, crushed pages, water damage, etc.)
  • Wrong Item: You received a different book than what you ordered
  • Non-Delivery: Your order was marked as delivered but you never received it (subject to investigation)

2.2 Non-Refundable Cases

Physical storybooks are NOT eligible for refunds in the following situations:

  • Change of Mind: You simply no longer want the book after it has been printed
  • Content Dissatisfaction: You are unhappy with the story content, illustrations, or layout that you created and approved
  • Minor Variations: Slight color differences between screen display and print (due to normal printing variations)
  • Significant Shipping Delays: Shipping delays caused by carrier issues that result in you not receiving the book within a reasonable timeframe
  • Incorrect Address: Delivery failures due to incorrect or incomplete shipping addresses provided by you

2.3 Refund Process for Physical Books

To request a refund for a physical storybook:

  1. Contact Us: Email hello@storybookly.app as soon as possible after receiving your order
  2. Provide Details: Include your order number, description of the issue, and clear photos showing the defect or damage
  3. Review: We will review your request as quickly as possible and notify you of the outcome
  4. Resolution: If approved, you will receive:
    • A full refund to your original payment method, OR
    • A replacement book shipped at no additional cost (your choice)

Processing Time: Refunds are processed promptly after approval. Your bank or payment provider may take additional time to credit your account.

2.4 No Physical Returns

Because each StoryBookly storybook is uniquely personalized for you, we do not accept physical returns. Instead, we will process your refund or send a replacement based on the evidence you provide (e.g., clear photos of printing defects or shipping damage). We may occasionally ask you to dispose of the defective book responsibly, but we will never request that you ship it back to us.

3. Digital Credits Refunds

3.1 General Policy

Digital credits are generally non-refundable once purchased, as they provide immediate access to digital services and features.

3.2 Exceptions

We may issue refunds for digital credits in the following exceptional circumstances:

  • Duplicate Charges: You were accidentally charged multiple times for the same purchase
  • Technical Errors: A system error resulted in incorrect credit allocation or charges
  • Unauthorized Transactions: Your account was compromised and credits were purchased without your authorization (subject to verification)
  • Service Unavailability: You purchased credits but were unable to use them due to extended platform downtime (more than 48 consecutive hours)

3.3 Non-Refundable Cases

Digital credits are NOT refundable in these situations:

  • Unused Credits: You purchased credits but decided not to use them
  • Used Credits: Credits that have already been spent on story generation or other features
  • Dissatisfaction with Results: You are unhappy with the AI-generated stories or images created using your credits
  • Account Suspension: Your account was suspended or terminated due to violation of our Terms of Service
  • Promotional Credits: Free or bonus credits provided through promotions or referrals

3.4 Refund Process for Credits

To request a refund for digital credits:

  1. Contact Us: Email hello@storybookly.app as soon as possible after purchase
  2. Provide Details: Include your transaction ID, purchase date, and reason for the refund request
  3. Review: We will investigate your claim promptly and update you on the outcome
  4. Resolution: If approved, the refund will be issued to your original payment method

Processing Time: Credit refunds are processed promptly after approval.

4. Subscription Cancellations

If you have a subscription plan:

  • Cancellation: You can cancel your subscription at any time through your account settings
  • No Partial Refunds: Canceling a subscription does not entitle you to a refund for the current billing period
  • Access Until End: You will retain access to subscription features until the end of your current billing cycle
  • Unused Credits: Any credits included in your subscription that remain unused at cancellation will expire

5. Chargebacks and Disputes

5.1 Contact Us First

Before initiating a chargeback with your bank or payment provider, please contact us at hello@storybookly.app. We are committed to resolving issues fairly and quickly.

5.2 Chargeback Consequences

If you initiate a chargeback without first attempting to resolve the issue with us:

  • Your account may be immediately suspended pending investigation
  • We reserve the right to permanently terminate accounts that abuse the chargeback process
  • You may be liable for chargeback fees and legal costs if the dispute is found to be fraudulent

6. Promotional Offers and Discounts

  • No Refund Adjustments: If you purchase an item and it later goes on sale, we do not provide refunds or credits for the price difference
  • Coupon Restrictions: Refunds on purchases made with discount codes will be for the amount actually paid, not the original price
  • Bundle Deals: Partial refunds on bundle purchases are not available; refunds apply to the entire bundle only

7. Processing Fees

  • Refund Amount: Refunds will be issued for the full purchase price
  • Transaction Fees: Payment processing fees charged by third-party providers (e.g., Stripe) are non-refundable
  • Currency Conversion: If your purchase involved currency conversion, refunds will be processed in the original currency; exchange rate fluctuations may result in a different amount

8. How to Contact Us

For all refund requests and inquiries, please contact:

Email: hello@storybookly.app
Subject Line: "Refund Request - [Order Number or Transaction ID]"

Please include:

  • Your account email address
  • Order number or transaction ID
  • Detailed description of the issue
  • Photos (for physical product issues)
  • Preferred resolution (refund or replacement)

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of StoryBookly after changes are posted constitutes acceptance of the updated policy.

Last Updated: 26/10/2025

10. Governing Law

This Refund Policy is governed by the laws of the jurisdiction where StoryBookly operates and is subject to applicable consumer protection regulations, including but not limited to EU consumer rights directives.

11. Fair Use

We reserve the right to refuse refunds if we detect patterns of abuse, including but not limited to:

  • Repeatedly requesting refunds for the same types of issues
  • Ordering books with the intent to request refunds
  • Providing false information in refund requests

Thank you for choosing StoryBookly! We strive to provide excellent products and customer service. If you have any questions about this policy, please don't hesitate to reach out.